Chasing the High
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Your guide to becoming customer-obsessed
Learn how to create exceptional customer experiences through a 360-Degree Customer View
Transitioning to customer obsession can seem daunting, but we’ve put together a set of strategies from the world’s CX leaders to help get you started
What is Customer Obsession?
To create the personalized journeys customers want, you need to be customer obsessed. But customer obsession goes beyond journeys—this obsession fundamentally redefines the customer experience as it relates to the journey, touchpoints, and buying environment. It’s all about choice and letting people buy how they want, not just what they want.
NORDSTROM GOT THIS RIGHT.
Moving Mindsets from Touchpoints to Journeys
Most companies are hardwired to focus on individual touchpoint interactions with customers—transactions rather than journeys. So, how do you overcome this inertia and begin implementing and managing customer journeys?
Addressing Customer Dissatisfaction
Only recently, customer experience was a trending business strategy, as companies jumped on board with the experience economy—largely driven by Millennials. However, Forrester predicts that this year, 30% of companies will see further declines in customer experience. Why? Too many customer experience initiatives carried too little weight for meaningful operational change.